3590978 - How to open a case for the correct SAP S/4HANA Cloud Public Edition system and why it is important.

• Opening the case against the specific system where the issue occurs is essential to enable necessary access for the SAP Support team due to security requirements. This approach ensures the case reaches the appropriate team from the outset and helps minimize processing delays.
• Please clearly specify where the issue is occurring, whether in Quality, Production, or Development. The Quality environment is often preferred for SAP Support to address issues effectively, and providing an example from Quality is helpful wherever possible. Typically, access to the Quality system is sufficient.
• If a case is opened under the Quality system and later requires access to the Production system for further analysis, a new case must be opened for Production access due to security protocols. Alternatively, if it is known from the beginning that access will be needed across Development, Quality, and Production, please open the case under the Production system with detailed information about each system involved, which helps avoid creating multiple cases.
• If the issue can only be reproduced on the production system, SAP Support will need explicit permission to proceed. Please provide this permission along with example data that can be used for reproducing the issue. See KBA 1576685 - Remote analysis of errors in production system.

SAP S/4HANA Public Cloud Edition

• Opening a case for an SAP S/4HANA Public Cloud system and unsure of how to identify the correct system.

After the Knowledge Base search, you decide to submit a case and you are taken to a screen where you need to select the correct system (tenant) for which you create the case (see KBA "1296527 - How to create a support case for SAP Support - SAP for Me" and KBA "2563519 - SAP S/4HANA Cloud Public Edition - How to create the perfect case".

Please refer to the steps below in SAP for Me:

Method 1: Searching with the URL.

1. Find the correct URL by copying the URL from the S/4HANA Cloud Public Edition system which the case will be created for.
   
   
   
   
   
   2. Note the URL and search for it in the system field while creating a case on SAP for Me
   
   
   

Method 2: Search by the Leading Product or search by Product Name.

1. Use Leading Product filter or search with Product Name to show just the of SAP S/4HANA Public Cloud Edition systems:
   
   

• 2563519 - SAP S/4HANA Cloud Public Edition - How to create the perfect case
• 3094222 - How to maintain business user when reporting incident for SAP S/4HANA Cloud Public Edition system
• 2838282 - What is a CB User?
• 3344969 - The importance of choosing the right Product and Product Function for your case - SAP for Me
• 1296527 - How to create a support case for SAP Support - SAP for Me
• 1576685 - Remote analysis of errors in production system

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